You will run the delivery of two to four client accounts from our Toronto operation, with team leaders reporting to you and between forty and ninety agents beneath them. You own service levels, quality, client relationship at the operational tier, and the profitability of the accounts you run. When a client escalates, you are the person on the call.
Both accounts you inherit are bilingual, which is why French at C1 is a requirement rather than a preference on this role.
What you will do Own operational performance against every contracted service level, quality target and satisfaction measure across your accounts. Lead and develop team leaders, including their coaching capability, because your leverage is entirely through them. Run the client governance cycle, from weekly operational calls through monthly business reviews, and prepare the analysis rather than reading someone else's. Manage
📌 Urgent operations manager, client delivery toronto english c1, french c1 cad 95,000 to 125,000 per y
🏢 Corpshore Solutions
📍 Toronto
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